Tag and automate tickets based on metadata
under review
Fernando Agüero
🔗 Metadata
Ability to select if a ticket should be tagged only if it matches a specific metadata field (e.g. customer subscription type).
📧 Channels
Only tag the ticket if it's from a specific channel, like email.
🌅 Attachements
"It would be great if Lang was able to tag tickets only if they include a picture, or add another tag if the ticket doesn't include a picture, since there will be an opportunity for automation."
Fernando Agüero
under review
Fernando Agüero
in progress
r
rkolman@ruegiltgroupe.com
Fernando Agüero: Does this mean we may eventually have the option to tag when pictures are received? Or is this in reference to the channel? Tagging tickets when a picture is received would be so helpful!
Maria Eugenia Quintana
rkolman@ruegiltgroupe.com: Initially, you will be able to choose only one metadata as a condition (eg channel). However, in the future we could include the option to tag a ticket if it has an attachment. We are still analyzing what the implementation will be like, but we will share updates as soon as we have news.
Fernando Agüero
planned
Fernando Agüero
q2 plan
Fernando Agüero
Merged in a post:
Ability to limit automations to specific channels
Jade Okanlawon
I would like to limit the automations to specific channels.
For example, I don't want to send automatic replies to the "phone" channel.
A workaround is to manually edit the trigger to say "Channel is not phone", which is not ideal.